If you're not satisfied with an item that you purchased on Staircaseandrailingstore.com or you have unused parts from your railing project, you can initiate a return within 90 days from delivery for a full refund. Items that have been used or modified in any way may not be returned.
Please visit our Returns Portal to initiate your return. This form will allow us to process your return in a timely and accurate manner.
To be eligible for a full 100% return:
There are some situations in which a partial refund may be applied. This includes, but is not limited to:
Please Note: Many of our products have specific installation or use requirements that dictate where and how the product can be used. Use of our products outside of those guidelines will waive your right to return or exchange products under our standard warranty offering.
All return labels are issued through FedEx and will be directly emailed to the customer. Customers have the option to drop off their packages at any FedEx shipping location or use the included instructions to initiate a pickup online straight from their home. For a scheduled pick-up, a FedEx driver will arrive to your location and pick up your packages.
Once your return has been received and inspected, we will begin the process of refunding your payment. If you are approved, a credit will automatically be applied to your original method of payment used at checkout. This process can typically take within 3-5 days from the date the credit is issued.
Staircases: Due to the large size and high cost of shipping our staircase kits, customers will be responsible for all transportation fees associated with returning a staircase kit. Returned staircase orders may also be subject to a 15% restocking fee.
If you would like to make an exchange, you must do so within 30 days of the purchase date. We ask that the merchandise you are returning be in new and resalable condition, with the original packaging intact. You will be responsible for the return postage back to our warehouse. You will not be charged for any shipping costs for outgoing exchanged merchandise.
To make an exchange, please contact us to let us know what item exchanges you would like to make. We will make sure we have the product in stock before we begin the exchange process. Then, follow the return steps listed above. In the Return Portal, indicate that you are making an exchange. If you are not returning your entire order, specifiy which items you are returning. Then, follow the normal check out process to purchase your new items. Contact us before you make your purchase to waive any shipping charges.
Exchanges requested after the 30 day window we be processed as a standard return.